ServiceNow CMDB ITSM Process Owner - Deloitte Global Technology

As a ServiceNow CMDB ITSM Process Owner you will lead a dedicated team that enables our Deloitte Technology Infrastructure, Application Development, Cyber and Risk teams with the service, asset, configuration, infrastructure and event data needed to manage a world class organization. This opportunity requires in depth Configuration Management and IT Operations Management process and product knowledge, coupled with strong leadership and communication skills. This team will be partnering with a ServiceNow Delivery organization to ensure that platform best practices are adhered to, and solutions are rolled out globally across our member firm network. Our dedicated team provides the thought leadership and process to enable a variety of tools across our organization protect, secure and manage our environment.

This role works closely with senior leadership and groups across the Deloitte Technology landscape to create strategic roadmaps, and will participate in leadership of related implementation and/or operational efforts of the same. Responsibilities may include:

• Regularly engage stakeholders across Deloitte Technology and member firms to ensure high satisfaction and gather input to help the team build the design of our Service Asset & Configuration Management and IT Operations focus areas.
• You will have the opportunity to partner across the Deloitte member firm network to help Deloitte Technology teams achieve their goals and be given the chance to interact with many levels in our organization building on your communication and negotiation skillsets.
• Ensure appropriate governance, well written service documentation, and effective socialization across the team’s focus areas
• Jointly lead established committees in setting global standards, policies and compliance objectives tied in to our firm’s broader objectives.
• Lead initiatives at the direction of IT Service Management leadership.
• You’ll use or develop new skills in many leading edge areas including some of the latest ServiceNow technologies such as the ServiceNow Common Data Services Model (CSDM), Event Management, Cloud Discovery, Service Mapping and Data Certification amongst others.
• Oversee a diverse team from varied time zones that will give you the chance to use your people management skillsets.
• Work with multiple teams to foster and champion a process and outcome based approach to Configuration Management & data driven decision making to enable our technology owners to manage their products & services effectively and efficiently.

Deloitte Technology works at the forefront of technology development and processes to support and protect Deloitte around the world. In this truly global environment, we operate not in "what is" but rather "what can be" to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived.

In this role, you bring the following skills:

• Minimum five (5) years of experience in an enterprise grade ITSM platform
• Minimum one (1) year of Architecture and/or Design experience in ServiceNow Configuration Management Database (CMDB) and/or IT Operations Management (ITOM) spaces.
• Minimum three (3) years of experience in supervisory or people management functions
• Executive presence and excellent communication & presentation skills
• Ability to distill complex technical concepts into easily understood presentations and materials
• Solid experience with data governance, automation and their application to complex hybrid cloud and on premise
• Familiarity with concepts across IT including global infrastructure, events, network topology, configuration management and securing IT environments
• Proven ability to lead teams and manage in a matrix style leadership environment
• Proven ability to influence at all levels, with a strong focus on business outcomes and metrics
• Emotional intelligence and ability to influence without authority
• Ownership culture, positive attitude, and high tolerance for ambiguity

Preferred Skills:

• Good understanding of IT Security standards, policies and compliance frameworks
• Experience with financial planning and developing compelling business cases
• Prior experience in professional services environment or similar
• Prior ServiceNow Product Management experience including shaping strategy
• Demonstrated ability in solution or enterprise architecture
• ServiceNow Certified System Administrator or ServiceNow CIS is an asset

The salary range for this position is $85,000 - $156,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver.

Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. Some representative examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, 38+ days off (including 10 firm-wide closures known as "Deloitte Days"), flexible work arrangements and a hybrid work structure.